Benefits and drawbacks of working in customer service | Bài thảo luận tiếng anh thương mại

TRƯỜNG ĐẠI HỌC THƯƠNG MẠI
KHOA KINH TẾ VÀ KINH DOANH QUỐC TẾ
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BÀI THẢO LUẬN
HỌC PHẦN: TIẾNG ANH THƯƠNG MẠI 2
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ĐỀ TÀI: BENEFITS AND DRAWBACKS OF WORKING IN CUSTOMER SERVICE
Nhóm thực hiện: Nhóm 05
Giảng viên hướng dẫn: TS. Nguyễn Thị Xuân Phương
Lớp học phần: 251_ENTI3411_24
Hà Nội - 2025
BẢNG ĐÁNH GIÁ THÀNH VIÊN STT HỌ VÀ TÊN MÃ SINH NHIỆM VỤ ĐÁNH GIÁ VIÊN THÀNH VIÊN 29 Hoàng Thị Mỹ Linh 23D130075 30 Phan Lê Phương Linh 23D130126 31 Hoàng Thị Hiền Lương 23D130127 32 Nguyễn Thị Phương Mai 23D130078 33 Vũ Hoàng Nhật Mai 23D130128 34 Nguyễn Đức Minh 23D130031 35 Đỗ Thị Kim Ngọc 23D130131
I. Introduction.....................................................................................................................................
1. Customer service careers and example jobs...........................................................................
2. The roles of customer service.................................................................................................... 2
II. The benefits and drawbacks of working in customer service...........................................
1. Benefits of working in customer service................................................................................
a) Nurturing essential soft skills.............................................................................................
b) Widely available jobs............................................................................................................
c) Providing an easy entry point into the workforce.............................................................
2. Drawbacks of working in customer service.............................................................................
a) Easily experience burnout and mental strain......................................................................
b) Low wages.............................................................................................................................
c) Unpredictable schedules.........................................................................................................
III. Solutions and recommendations..................................................................................................
IV. Conclusion..................................................................................................................................... 3 I. Introduction
1. Customer service careers and example jobs
Customer service plays a crucial role across all industries by helping customers solve
problems, answer questions, and ensure satisfaction. It offers a wide range of career
paths, from entry-level to executive positions.
Entry-level roles like Customer Service Representative, Call Center Agent, and Help
Desk Support focus on direct communication with customers via phone, email, or
chat. These positions require strong communication, patience, and problem-solving skills.
As experience grows, professionals can move into mid-level positions such as
Customer Support Specialist or Client Relations Associate. These roles handle more
complex issues, build relationships, and may manage support through social media.
Senior and leadership roles, including Customer Success Manager, Team Lead, and
Customer Service Manager, involve managing teams, resolving escalated issues, and
improving service strategy. High-level roles like Director of Customer Experience
shape the overall customer experience.
Customer service jobs are found in many industries - retail, tech, finance, healthcare,
telecom, and hospitality. Regardless of the field, success in this career depends on key
skills like communication, empathy, time management, and experience with tools like CRM platforms
Example job: Customer Service Manager (Property Management) — Savills Vietnam
Location: Ho Chi Minh City, Vietnam Tasks:
● Lead & supervise the customer service team; ensure operational effectiveness.
● Handle interactions with tenants/residents
● Manage schedules, training, reports & appearance standards of staff.
● Coordinate with other departments (security, maintenance, contractors) to ensure service standards. Requirements:
● At least 1 year of experience in a related field.
● Strong communication in English & Vietnamese.
2. The roles of customer service
First and foremost, customer service plays a vital role in supporting customers
and ensuring that they have a positive experience with the company. In competitive
industries where product quality tends to converge, it is the customer experience that
becomes the true differentiator. A clear example can be seen in the smartphone 4
industry. Both Samsung and Apple produce devices of comparable technological
sophistication, but Apple has consistently emphasized its Genius Bar and online
support services to assist customers with set-up, troubleshooting, or even data
migration. This creates a seamless experience that customers perceive as highly
valuable, reinforcing their trust in the brand. Hence, customer service directly
influences the perceived value of a product and shapes long-term customer impressions.
In addition, customer service is indispensable in handling complaints and
resolving issues effectively. No matter how advanced a product may be, defects or
service failures are inevitable. What matters most is how a company responds to these
shortcomings. For instance, Singapore Airlines is often praised for its empathetic
approach to managing flight disruptions. When delays occur, the airline provides
timely updates, meal vouchers, and accommodation if necessary. Such proactive
measures transform a potentially negative situation into an opportunity to demonstrate
professionalism and care. This shows that effective complaint handling does not only
restore confidence but also converts dissatisfied customers into loyal supporters who
appreciate the company’s accountability.
Moreover, customer service functions as a bridge between customers and the
business itself. Through service interactions, companies gather feedback that guides
improvements in products, services, and processes. Starbucks, for example, has a
well-established customer feedback platform known as “My Starbucks Idea,” where
customers can share their suggestions directly. Ideas ranging from new drink flavors
to improvements in store layouts have been implemented, highlighting how customer
service channels inform strategic decision-making. At the same time, these service
representatives also communicate the company’s promotions, loyalty programs, and
policy changes to customers, thereby ensuring transparency and strengthening engagement.
Finally, customer service contributes significantly to building and sustaining
long-term customer relationships. Establishing such loyalty requires continuous
follow-up and personalization. Amazon provides a striking case in this regard: its
recommendation system, combined with an efficient 24/7 support service and flexible
return policy, makes customers feel valued and understood. As a result, Amazon has
managed to build not just repeat purchases but also a strong emotional bond with its
users, who often turn to the platform as their first choice for online shopping.
Similarly, Zappos, an American online retailer, is widely recognized for its culture of
“delivering happiness” through extraordinary service, including free returns for up to
365 days. These practices illustrate how customer service helps transform ordinary
transactions into long-term, trust-based relationships.
In summary, customer service extends far beyond technical assistance. By
enhancing customer experiences, addressing complaints responsibly, acting as a
communication bridge, and fostering loyalty, it serves as a strategic driver of
competitiveness. Real-world practices from companies such as Apple, Singapore 5
Airlines, Starbucks, Amazon, and Zappos highlight how customer service translates
directly into sustainable growth and long-term brand equity.
II. The benefits and drawbacks of working in customer service
1. Benefits of working in customer service
Customer service is one of the most common forms of employment worldwide,
often serving as a first job for students or a long-term role for many adults. This kind
of work could be found in industries such as retail, hospitality, and food services.
Although these jobs are sometimes considered stressful or underpaid, they offer
several important benefits that can be valuable both personally and professionally.
Three of the most significant advantages are the chance to develop essential soft skills,
the wide availability of jobs across industries, and the accessibility of these roles as an
entry point into the workforce.
a) Nurturing essential soft skills
One of the greatest benefits of working in customer service is the opportunity
to nurture essential soft skills that are highly valued in many careers. Employees learn
how to communicate effectively, listen actively, and remain patient when dealing with
challenging situations. For instance, a barista at Starbucks not only prepares drinks but
also interacts with dozens of customers every day, practicing politeness and problem-
solving when orders are incorrect. Similarly, a hotel receptionist gains experience in
handling complaints tactfully, ensuring guests leave with a positive impression despite
any inconveniences. These everyday experiences help employees strengthen qualities
such as adaptability, empathy, conflict resolution, and teamwork, which can be
transferred to higher-level careers in management, education, or business.
b) Widely available jobs
Another advantage of customer service jobs is their wide availability across
industries, which makes them accessible to a large number of people. Almost every
sector, from retail and hospitality to banking and healthcare, requires staff to support
customers, meaning that opportunities are rarely scarce. For example, global chains
like McDonald’s and KFC employ thousands of customer service workers worldwide,
offering roles that are open to students, career starters, and individuals looking for
flexible schedules. This abundance of positions allows people to enter the workforce
quickly, regardless of their background or previous experience. Furthermore, the
flexibility in hours often found in these roles makes them especially suitable for part-
time workers, parents, or those balancing studies with employment. As a result, 6
customer service remains one of the most accessible and practical job options for many.
c) Providing an easy entry point into the workforce
Finally, an advantage of working in customer service is that it offers an easy
entry point into the workforce. Many customer service positions require little or no
prior experience, making them highly accessible for a variety of people, including
students, recent graduates, or those who want to change careers.
For example, a student looking for a part-time job can start as a retail assistant
or a café barista, gaining real work experience while studying. Similarly, a recent
graduate entering the job market for the first time can work as a call center agent or a
front desk assistant to build professional skills. Career changers who move from one
field to another can also begin with customer service roles without needing extensive retraining or qualifications.
These positions allow employees to develop essential workplace skills, such as
communication, teamwork, time management, and problem-solving. They also
provide practical exposure to real-life work environments, teaching employees how to
interact with customers professionally, resolve issues efficiently, and handle responsibilities reliably.
Over time, experience gained in customer service can lead to promotion
opportunities or open doors to other departments, such as marketing, sales, or
management. Therefore, these roles are not only accessible but also serve as stepping
stones for long-term career growth, offering both experience and skill development.
2. Drawbacks of working in customer service
Working in customer service offers clear benefits, from helping employees
develop essential soft skills to providing abundant job opportunities across industries
and serving as an accessible entry point into the workforce. Nevertheless, beyond
these advantages, it is important to recognize that the field also poses a number of
challenges and limitations that significantly affect employees’ experiences.
a) Easily experience burnout and mental strain
One of the main drawbacks is that employees can easily experience burnout
and mental strain because they deal with rude or demanding customers, manage
repetitive tasks, and operate in high-pressure environments where quick responses are
expected. In addition to these factors, the constant need to remain polite and
professional, even in frustrating situations, can further intensify mental fatigue.
Employees may also face unpredictable workloads or tight deadlines, which adds 7
another layer of pressure and makes it difficult to maintain a healthy work-life
balance. For example, a customer service representative at a busy call center might
handle hundreds of calls per day, dealing with angry customers while trying to meet
strict performance targets, which can leave them feeling mentally exhausted by the end of their shift.
Over time, the constant demands of customer service work can lead to stress,
fatigue, and a decline in motivation. These effects not only impact employees’ mental
health, making them feel exhausted and mentally drained, but they can also negatively
affect their job performance and overall satisfaction, reducing their efficiency,
engagement, and sense of fulfillment at work. For instance, an employee who
consistently faces high-stress situations without sufficient breaks or support may begin
to make mistakes, feel less motivated to perform well, or even consider leaving the job altogether.
Additionally, the emotional toll of handling complaints or conflicts every day
can make employees feel overwhelmed or undervalued, especially if they do not
receive adequate support or recognition from their employer. Therefore, while
customer service jobs offer valuable opportunities, it is crucial to consider these
mental and emotional challenges as part of the overall picture when evaluating this career path. b) Low wages
Another major drawback of working in customer service is the relatively low
wages. In many cases, these jobs are associated with minimum wage or just slightly
above it, which makes it quite difficult for workers to cover their basic living
expenses, especially in big cities where the cost of living is high. For example,
someone working full-time in a call center might struggle to pay rent, bills, and still
save money for the future. This financial pressure can reduce motivation and increase job dissatisfaction.
c) Unpredictable schedules
Finally, customer service jobs often come with unpredictable schedules. Many
positions require employees to work evenings, weekends, or even overnight shifts,
because businesses such as restaurants, hotels, or call centers need to serve customers
around the clock. This kind of irregular timetable can make it very hard for people to
maintain a healthy work–life balance. For instance, someone might miss family
gatherings or find it difficult to plan personal activities. Over time, this lack of
stability can lead to stress and even affect their overall quality of life.
Overall, customer service jobs can be a great starting point because they help
people build important soft skills and are easy to find in many industries. But at the 8
same time, they can be stressful, not very well-paid, and often come with irregular
hours. So I think they’re more suitable as short-term experience rather than a long- term career.
III. Solutions and recommendations
Employee well-being has become an increasingly important issue in modern
workplaces, as it directly influences both individual performance and organizational
success. There are several practical approaches that can be adopted by both employers
and employees to ensure a healthier, more balanced working life. Among these, skill
development, stress management, and financial planning stand out as highly effective strategies.
One effective way to enhance employees’ well-being is for employers to
provide training in communication, conflict resolution, and stress management. These
soft skills are essential because they help create a positive and cooperative work
environment where misunderstandings and interpersonal tension are minimized. When
workers are equipped with these abilities, they are more likely to collaborate smoothly
and remain resilient under pressure. For example, some companies hold regular
workshops to teach staff how to give constructive feedback and handle disagreements
professionally. As a result, employees can build stronger relationships with their
colleagues, which ultimately improves overall productivity and workplace morale.
Another crucial measure is for employees to adopt simple stress management
strategies such as deep breathing, taking short breaks, or maintaining a healthy
lifestyle. Stress can negatively affect both physical and mental health, leading to
fatigue, anxiety, or even burnout if left unchecked. Practising relaxation techniques
and ensuring enough rest allow workers to stay focused and energized during the day.
For instance, an office worker may walk around the building for five minutes after
long periods of screen time to clear their mind. Consequently, these habits can help
them sustain higher levels of concentration and maintain long-term job satisfaction.
In addition, employees should plan their finances carefully by budgeting,
avoiding unnecessary spending, and saving part of their earnings. Financial stability
plays a vital role in reducing personal stress and boosting overall life satisfaction,
which indirectly improves work performance. Employees who manage their money
well are less likely to be distracted by financial worries and more able to invest in
their personal growth. For example, a young employee might create a monthly budget
and take a short professional course to gain new skills for future promotion.
Therefore, financial planning not only secures their future but also enhances their
motivation and confidence in the workplace. 9
In conclusion, improving employee well-being requires a combination of employer
support and individual effort. By fostering essential skills, adopting healthy stress
management habits, and practising financial discipline, workers can achieve greater
stability and satisfaction in both their professional and personal lives. IV. Conclusion
In conclusion, the role of a customer service employee is crucial to any
organization, as it establishes trust between customers and businesses. Although this
position offers significant benefits, including the opportunity to develop essential soft
skills such as communication and problem-solving, and provides an accessible entry
point into the workforce with numerous job opportunities, it also has significant
drawbacks. These challenges include a high risk of burnout and mental strain due to
dealing with difficult situations, the common issue of low wages, and the struggle of
maintaining a work-life balance with unpredictable schedules.
To address these challenges and foster a more sustainable work environment,
effective solutions are necessary. Employers must take responsibility by providing
proper training that equips employees with the tools for conflict resolution and stress
management. By implementing stress reduction measures, employees can improve
their mental health and work more effectively, while also feeling like their work
environment is secure for their health. In addition, employees are also suggested to
have an effective financial management plan, avoid wasting money, and plan to invest in their own education. -HẾT- 10